“I placed an order with Kindred Fires as my Gran passed away and I wanted something special to send to my Aunties to show I was thinking of them. Due to isolating I was unable to go and buy my own sympathy cards so specifically placed my order on this site as they had the option of a free gift card and I had spent time writing a poem for this occasion. I placed 4 separate orders and sent the company an email, Facebook message and filled out their online form as I wanted to check the names and addresses were correct and that the orders had gone through ok. I was informed that they hadn’t received any gift card requests (I had to manually paste and change the names each time so I know this wasn’t an error on my part) and after explaining the situation was offered no sympathy, no apology and no solution to the problem. I also said that perhaps they should test the system so this wouldn’t happen to other people which was brushed off. At my request and after having had to wait a long time between responses they finally agreed to send out the gift notes. I realise that this is a free extra but I wouldn’t have placed the order otherwise, especially when paying £16 per small candle. I think a few lessons in customer service and compassion really wouldn’t go amiss as their attitude and lack of willingness to help made an already difficult time much harder. I’m only giving one star as there candles themselves are ok.”
“I was very dissapointed with the personalized candle. It was tiny with a cheap printed label stuck on the very ordinary glass. I played extra for gift box and extra gift that was also an expensive let down. It cost me around 30 pounds and was for my 4 year old grandson to give to his mummy how dissapointed he was when I showed him. I had to go out and buy something else instead.”
“I was very disappointed with the service. I placed an order online and the first communication I received was a notification that my order was dispatched . The candle received had the incorrect date on it. I emailed and asked if I could have a replacement but was told I would need to re-order and pay for another candle. Unless I took a screenshot when I placed my order I have no evidence that the date is incorrect. I was sent an order confirmation after I emailed about issue with the date. I would not recommend this company .”
“I would love to be able to review the product and service but alas, the product never arrived. It was an engagement present for my son and his fiancé. After som attentive emails from customer support, all seems to have gone quiet, still with no sign of the parcel arriving. Very disappointed.”
“I placed this order and paid with Apple Pay which consequently removed the first line of my address - I'm having to wait for Royal Mail to redeliver back to Kindred Fires for them to then repost to me (additional payment for postage.)
I ordered this as a engagement gift 2 weeks ago, I haven't been that impressed by the customer service. Still unsure as to when I will receive the now very late gift.”
“it won’t let me tick the excellent star for some reason but you really were, thank you so much, i really wanted to send something meaningful after a bereavement and you were just what i was looking for xxx”
